Dovenmuehle

Loan Processor

• Process applications for name, payment, or term changes
• Manage a pipeline of files within required timelines and protocols
• Correspond with all parties regarding required documents and timeframes, including outside vendors
• Obtain and review documents for completeness
• Prepare and review completed loan packages for accuracy, as applicable, and ensure timely delivery to specialists according to departmental guidelines
• Demonstrate knowledge of and adherence to applicable laws, regulations, and organizational processes
• Complete annual regulatory compliance training
• Perform additional duties as assigned
• Report to the Supervisor

Customer Support

• Answer inbound calls from borrowers, third parties, and clients
• Answer questions and perform loan maintenance requests
• Handle complex loan-servicing inquiries and escalated issues from junior staff
• Refer inquiries and research requests to applicable departments or staff
• Verify and change account information
• Process and forward documentation requests
• Research tax and insurance issues
• Process loan payments and resolve and explain billing issues
• Verify tax and insurance disbursements
• Submit requests concerning payments, tax and hazard insurance, escrow accounts, purged loan information, loan payoffs, transfers, conversions, and lien releases
• Prepare and send account information and correspondence
• Document activity accurately in databases
• Represent Private Label clients using organizational names accurately
• Comply with the Code of Conduct and complete annual regulatory training
• Assist with outbound telephone call projects
• Maintain current knowledge of loan-servicing policies, procedures, and Private Label client requirements
• Maintain a minimum of 75 incoming calls per day with at least a 90% quality score
• Identify ideas for improved workflow, automation, and service levels
• Perform other related duties as assigned

Customer Service Representative

General

• Manage cases of loss mitigation loan files within required timelines and protocols
• Handle an intermediate volume of cases and identify more complex cases for escalation
• Evaluate borrower application packages to determine financial circumstances, capacity, and ability to pay
• Reconcile sources of income, tax returns, balance sheets/statements, and credit reports
• Evaluate property valuations and/or appraisals to determine beneficiary’s equity position and ensure adequate collateral is maintained
• Review title searches for liens, real estate tax information, or other barriers and relay required steps to appropriate parties
• Negotiate terms with mortgagors, real estate brokers, attorneys, MI companies, government agencies, and clients
• Complete modification/forbearance calculations for agreements or provide required information to appropriate parties
• Ensure documentation is accurate before submission to departments updating the Loan Servicing System
• Manage portfolio loans with client-specific criteria and agency guidelines
• Monitor loans for borrower payment and performance during trial, forbearance, or repayment plans
• Adhere to laws, regulations, and organizational processes
• Report to Supervisor
• Perform additional duties as assigned

Loan Processor

Customer Service Representative

Loss Mitigation Specialist